"Hey, I'm sorry, my car is broken, can you cancel the order?" "Hello, my car was in a traffic accident on the road just now, and I can't pick you up here. Can I cancel the order?" ... In this case, you are familiar with ?

Have you heard of it?

Did you ever feel like crying without tears when you canceled the order?

Recently, a reporter made an unannounced visit to "reveal the secret" behind the cancellation of the order.

  Online car-hailing can make an appointment, which is more convenient for consumers to travel. It has obvious advantages and is developing rapidly.

According to the statistics of the online car-hailing supervision information exchange platform, as of August 31, 2022, a total of 282 online car-hailing platform companies across the country have obtained online car-hailing platform business licenses; 1.939 million copies of the certificate.

In addition, the market size is as high as more than 400 billion yuan.

  However, the online car-hailing industry is mixed, and some car-hailing drivers lack the sincerity to serve passengers, and often lie and "pick orders" in various ways.

The real reason is that ride-hailing drivers do not want to take certain orders, so they lie to avoid fulfilling their contractual obligations.

Ride-hailing drivers reportedly have at least five ways to cancel passenger orders.

For example: the driver drives to the destination and waits for five minutes, and can cancel without responsibility; using the platform, there is an opportunity for the driver to cancel the order for free to "pick the order"; turn on the "airplane mode" of the mobile phone near the reservation location to avoid responsibility and accept orders It is not difficult to see that some online car-hailing drivers can do everything they can to "pick orders".

Arbitrary selection of passengers, leaving personal integrity and industry reputation behind.

  Online car-hailing drivers "pick orders" infringe on consumers' rights and interests, waste consumers' precious time, and even cause irreparable losses to consumers, such as missing important meetings or major business opportunities.

When the "hidden secrets" of online car-hailing drivers "picking orders" are revealed, it will undoubtedly damage the credibility and image of online car-hailing platforms and even the entire industry.

  It is necessary to carry out "dual governance" for such "picking" behaviors that infringe on consumers' rights and interests and damage the interests of the industry.

From the perspective of the platform, it should assume the main responsibility for managing the “pick orders” of online car-hailing drivers.

Judging from the reports, whether the reasons given by the car-hailing drivers are true or not, and the platform fully grasps the situation, the platform should regulate the driver's behavior by strengthening training, supervision, and punishment.

  Although the platform will punish drivers who lie and "pick orders" after consumers complain, it is clear that these penalties are not deterrent enough, otherwise some drivers will not be willful "bullying".

At the same time, some drivers wantonly "picking orders" also took advantage of the platform's non-responsibility loopholes.

Therefore, all online car-hailing platforms should attach importance to the legitimate rights and interests of passengers, cherish the corporate image and industry reputation, and conduct comprehensive and in-depth management of "pick-up" drivers.

  The "Interim Measures for the Administration of Online Taxi Service Management" stipulates that "the legitimate rights and interests of passengers shall not be infringed."

Therefore, from a regulatory perspective, relevant departments should strengthen their regulatory responsibilities and strengthen supervision of platforms and online car-hailing drivers.

It is necessary to consider formulating a list of untrustworthy industries in the industry, and include online car-hailing drivers who lie and "pick orders" into the list for industry-wide punishment, and also use big data and other means to discover drivers "pick orders".

  For consumers, once the online car-hailing driver is found to be infringing, they should also actively protect their rights.

In addition, the online car-hailing service scoring system jointly launched by some platforms and airports is also worth promoting.

(Feng Haining)